Client Experience Manager

Fischer Homes•Louisville, KY

About The Position

As a Client Experience Manager, you will serve as the primary point of contact for customers after the home purchase agreement through closing. In this highly visible and impactful role, you will guide customers through the homebuilding journey, ensuring a seamless, well-communicated, and positive experience. You’ll collaborate cross-functionally with Sales, Construction, Operations, Mortgage, and Design teams to drive alignment, proactively solve issues, and deliver an exceptional customer experience that leads to satisfaction, referrals, and repeat business. You will thrive in this role if you: Enjoy building relationships and being a trusted advisor to customers throughout a complex process Are highly organized and can manage multiple priorities in a fast-paced, deadline-driven environment Communicate clearly, confidently, and proactively with both customers and internal partners Take ownership of the customer experience and proactively solve problems before they escalate Are comfortable navigating cross-functional teams and influencing without direct authority Stay calm under pressure and can de-escalate challenging customer situations with professionalism These skills will be used to: Serve as the primary liaison for customers from post-sale through closing, ensuring a smooth transition from Sales to Construction Execute a proactive communication strategy, keeping customers informed on milestones, timelines, and next steps Manage a pipeline of 75–100 active customers while maintaining accuracy, responsiveness, and attention to detail Coordinate across Sales, Construction, Mortgage, Design Studio, and Operations to ensure alignment and timely issue resolution Prepare customers for key milestones, including design, loan approval, and closing readiness Monitor project progress, track milestones, and maintain accurate records in CRM systems Identify risks early and resolve concerns quickly to protect the customer experience and closing outcomes Partner with Sales Counselors and Realtors to ensure consistent messaging and a seamless customer journey Deliver a high level of customer satisfaction by creating personalized, memorable experiences

Requirements

Bachelor’s degree in Marketing, Communications, Business Administration, Psychology, or a related field
5+ years of experience in customer service, project management, real estate, or a related field
Experience using CRM systems and project tracking tools
Strong organizational, communication, and problem-solving skills
Ability to manage multiple priorities and deadlines in a high-volume environment

Nice To Haves

Experience in homebuilding, construction, or real estate industries
Proven ability to manage complex customer relationships across multiple stakeholders
Familiarity with mortgage, closing, or homebuilding processes
Experience working in a cross-functional, team-oriented environment

Responsibilities

Serve as the primary liaison for customers from post-sale through closing, ensuring a smooth transition from Sales to Construction
Execute a proactive communication strategy, keeping customers informed on milestones, timelines, and next steps
Manage a pipeline of 75–100 active customers while maintaining accuracy, responsiveness, and attention to detail
Coordinate across Sales, Construction, Mortgage, Design Studio, and Operations to ensure alignment and timely issue resolution
Prepare customers for key milestones, including design, loan approval, and closing readiness
Monitor project progress, track milestones, and maintain accurate records in CRM systems
Identify risks early and resolve concerns quickly to protect the customer experience and closing outcomes
Partner with Sales Counselors and Realtors to ensure consistent messaging and a seamless customer journey
Deliver a high level of customer satisfaction by creating personalized, memorable experiences